The HR Services center of excellence provides operational and support services for Microsoft HR processes and programs, with primary areas of focus being employee support services, core HR operations (HR data administration, pre-hire, onboarding, offboarding, benefit and  leave administration, immigration etc.), business process optimization, HR digital solutions, and project management. The success of the HR Services organization is critical to the overall effectiveness of HR and our ability to ensure consistent and great employee and manager experiences companywide. 

The Service Manager is a key role in the delivery of quality services to business leaders, managers and employees, as well as to the HR community and driving an agenda of continuous improvement.  This role requires management excellence to lead a service line team, thought-leadership to drive consistency in processes & services aligned to Global/Functional/Local policies to exceed performance expectations, contribution to the global end-to-end process design that enhances the employee experience, and use of data, insights, and voice of the customer framework to identify trends and improvement opportunity areas for operational quality and efficiency.

Responsibilities

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

HR Central Services Customer Support

• Handles escalated inquiries and performs transactions for a supported service area in a region; researches, develops, and recommends solutions to manage the service processes aligned with established practices, policies, and/or laws; connects with peer disciplines (e.g., HR Consulting, Procurement, Finance, Engineering) to address inquires, if needed.
• Contributes to the design and delivery of changes by developing communication materials related to changes in a customer support system during the implementation of Human Resources programs; partners with regional operational stakeholders to monitor, escalate, or address inquiries/issues related to employee experience or change communication; collects feedback on employee experience and assesses impact on employee experience.
• Builds rapport and consensus with partners and stakeholders to align operational processes; learns the end-to-end service model for a supported service area and promotes the use of Human Resources shared services, platforms, and tools; learns and presents recommendations to drive the adoption of the end-to-end service delivery model.

Process Management

• Takes ownership of and leads the implementation of a new process by implementing defined action plans; conducts analysis and collects feedback for smaller or less complex processes/procedures; supports the design of new processes or procedures as requested.
• Leads the implementation of solutions and changes to improve a process based on an established strategy or action plan; in partnership with functional operations team, monitors key performance indicator (KPI) targets to identify opportunities for continuous process improvement and future investment to drive efficiency and improved employee experience.

Data Management

• Provides expertise in Human Resources Information Systems (HRIS) by contributing to the day-to-day management of employee data in a supported service area; provides recommendations on data administration.
• Executes control measure or process for compliance; tracks and analyzes the root cause of issues related to data integrity, security, and privacy; supports data modeling initiatives by using data generation and troubleshooting techniques to meet customer and business needs; interprets policies and facilitates decision-making on exception cases; ensures operational compliance with policies, laws, and regulations for a supported service area.

Documentation

• Contributes to the development and configuration of documentation and reporting of employee records; conducts gap analysis on reporting and documentation of employee records for a supported service area.
• Maintains up-to-date documentation of processes, desk-top procedures, and knowledge-based content; ensures data entry is completed in a timely manner.

Qualifications

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Qualifications

Required/Minimum Qualifications

• 7+ years experience in HR
• 3+ year(s) experience in People Management, including formal or informal leadership experiences.
• Maintain highly confidential and sensitive information
• Judgement and decision making that improve employee service or address privacy/compliance issues with a sense of urgency
• Excellent communication skills (both verbal & written) with an ability to listen & respond to employees
• End-to-end process understanding, ability to develop and maintain processes, Desk Top Procedure and Knowledge base articles
• Ability to train the team on an ongoing basis.
• Highly collaborative: build on the work of others and support the success of others